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Customer Support Specialist
2 months ago
This entry-level client support position conducts administrative tasks throughout various stages of the life cycle of a work order. The successful candidate will provide frontline assurance that our clients' requests are being received, updated, and completed in a satisfactory manner.
Key Responsibilities- Dispatch and coordinate client service work requests to repair and maintain fire alarm systems, fire sprinklers, and other fire protection equipment with our national network of subcontractors and self-performing district offices.
- Follow up on current customer jobs to ensure they are completed to the customer's satisfaction.
- Handle all escalated calls and research the problem to determine what issues may be affecting the customer.
- Manage service level expectations, including technician arrival and departure times, job quoting, and providing timely updates.
- Work with the Accounting Department on any billing issues and ensure that customers are invoiced in a timely manner.
- Collaborate cross-functionally with other teams and departments.
- Customer service and/or dispatch experience.
- Knowledge of MS Office: Outlook and Excel.
- Strong verbal and written communication skills.
- Professional demeanor.
- Sense of urgency.
- Detail-oriented.
- Production/task-focused.
- Ability to multitask.
- Time management skills.
- Problem-solving skills.
- Team player.
- National Facilities Maintenance experience is a plus.
- Successful completion of a drug test and pre-employment background screening is required. MVR checks are required for all driving positions.
